The Director, Sales Operations, is responsible for owning to the end-to-end process of identifying, tracking, resolving, and preventing operational and client-facing issues across the In-Store organization. This includes leading centralized issue resolution efforts by building out the processes, guidelines, and team infrastructure needed to support rapid and effective execution.

Reporting to the Sr. Director of Sales Operations, this role ensures business continuity and success by partnering cross-functionally with Client Solutions, Client Operations, Field Operations, Training, and others as needed to implement root cause solutions and scalable resolution workflows.

The Director will be expected to influence business leadership on execution plans to correct issues and will be directly accountable for the success of those plans. This position also includes people management responsibility for a focused issue resolution team of 8–12 associates.

The ideal candidate will bring strong analytical thinking, operational rigor, and a proactive mindset to reduce friction in execution and support ongoing business growth.

Responsibilities

Create, refine, and oversee the centralized issue resolution process for In-Store operations, including development of standardized guidelines, escalation protocols, and success measures.
Influence cross-functional and business unit leaders on corrective action plans by presenting resolution strategies backed by operational data and risk analysis.
Be accountable for the successful execution of issue resolution plans, including root cause elimination and measurable improvement in operational performance.
Own and manage the structured issue resolution process, ensuring timely identification, documentation, escalation, and resolution of operational challenges.
Collaborate cross-functionally to address root causes and implement long-term fixes for recurring issues.
Track and analyze issue resolution KPIs to identify patterns, drive accountability, and improve response time.
Maintain and evolve issue resolution playbooks, workflows, and reporting mechanisms to ensure consistency and transparency.
Serve as the first escalation point for operational roadblocks affecting sales execution or client delivery.
Communicate regularly with stakeholders on issue trends, resolution status, and preventive measures.
Partner with Sales Ops leadership to align issue management efforts with broader process improvement and business objectives.
Lead a dedicated issue resolution team (8–12 direct reports), providing coaching, performance management, and operational support to ensure high-impact outcomes.

Qualifications

Bachelor’s degree in business, Operations, or a related field.
7+ years of experience in operations, issue resolution, or program management within a cross-functional, performance-driven environment.
7+ years of experience leading and developing high-performing teams, with a proven ability to drive results through others
Strong problem-solving and analytical skills, with a track record of influencing change across organizational levels.
Excellent interpersonal and communication skills, with experience working across multiple business functions.
Ability to manage multiple issues and initiatives concurrently while maintaining a high level of detail and responsiveness.
Proficiency in issue tracking tools, workflow design, and data analysis.

Premium Retail Services

New Jobs

Associate Director, Sales Operations